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Position Summary
The Service Coordinator coordinatesfield service operations for fire alarm and security technicians. This positionis responsible for receiving customer service requests, creating work orders,scheduling and dispatching field technicians, coordinating parts and resources,supporting service billing, and maintaining accurate service records. This is not a 911, police, fire department or emergency dispatch.
The ideal candidate is highlyorganized, customer-focused, comfortable managing multiple priorities, and ableto communicate effectively with customers, technicians, vendors, and internaldepartments in a fast-paced contractor-service environment.
Essential Duties andResponsibilities
Responsibilities include, but arenot limited to, the following:
Answer incoming phone calls andrespond promptly and professionally to customer service requests.
Monitor incoming service requestsreceived by phone and email.
Create, update, and manage servicetickets and work orders.
Schedule and dispatch fieldtechnicians based on job priority, location, availability, and required skillset.
Schedule quoted and approved repairwork with customers.
Communicate appointment details,estimated arrival times, delays, and service-status updates to customers.
Coordinate required parts andmaterials with the internal inventory department and outside vendors.
Confirm that technicians have theparts, tools, equipment, and job information needed for assigned work.
Assist with service billing,invoicing, and work-order closeout.
Maintain accurate records of servicecalls, technician activity, customer communications, and completed work.
Serve as a liaison among customers,technicians, vendors, and internal departments.
Address customer concerns andescalate issues appropriately.
Reassign or reschedule techniciansas priorities and service needs change.
Perform other service coordinationand administrative duties as assigned.
Requirements
Qualifications
Previous experience dispatchingfield service technicians or contractors to customer job sites preferred.
Experience creating work orders,scheduling technicians, and supporting service billing preferred.
Strong organizational,prioritization, and problem-solving skills.
Excellent verbal and writtencommunication skills.
Proficiency with Microsoft Officeand general business software.
Ability to remain professional andorganized while managing changing priorities and urgent customer requests.
Ability to communicate effectivelywith customers, technicians, vendors, and internal departments in a fast-pacedservice environment.
Ability to work on site, Monday –Friday 8am – 4:30pm
Preferred Qualifications
Experience in fire protection, firealarm, security, electrical, HVAC, plumbing, or another field-servicecontractor environment – huge plus!
Experience using field-servicemanagement, GPS, scheduling, dispatching, or technician-tracking systems.
Experience supporting serviceoperations in a contractor or technical service environment.
Physical and Work Requirements
Ability to work in an on-site officeenvironment during scheduled business hours.
Ability to use a computer,telephone, and other standard office equipment for extended periods, with orwithout reasonable accommodation.
Ability to manage multiplecommunications channels, including telephone and email, throughout the workday.
Ability to remain organized andresponsive in a fast-paced work environment with frequent interruptions andchanging priorities.
Other Duties
This job description is intended todescribe the general nature and level of work being performed by the employeein this position. It is not intended to be an exhaustive list of all duties,responsibilities, or qualifications. Norel Service Company reserves the rightto modify, assign, or remove duties and responsibilities as business needsrequire.
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